Senior Customer Success Engineer – DevOps

Opsera is a company focused on continuous orchestration for modern DevOps teams, and they are seeking a Senior Customer Success Engineer to enhance customer relationships and facilitate the onboarding process for their DevOps platform. The role involves guiding clients through the transition to Opsera's services, ensuring they derive maximum value from the platform, and tracking customer success metrics.

Responsibilities:

• Lead the onboarding process for new customers, ensuring a smooth and successful implementation of Opsera’s DevOps platform
• Work closely with customers to understand their goals and challenges, and guide them in maximizing the value of Opsera within their unique environment
• Develop and nurture strong relationships with key customer stakeholders, including C-level executives, DevOps teams, and IT leaders
• Conduct regular check-ins and business reviews to assess customer satisfaction, address concerns, and identify opportunities for additional value delivery
• Provide proactive guidance and recommendations to clients, ensuring they optimize the use of our DevOps solutions to achieve their goals
• Develop and implement customer education programs to enhance user proficiency and promote best practices
• Work closely with the training team to create documentation, tutorials, and other resources to empower customers
• Define and track key customer success metrics to measure and report on the overall health of the customer base
• Provide regular updates to leadership on customer success initiatives, challenges, and opportunities
• Collaborate with customers to establish and track success criteria and key performance indicators (KPIs)
• Troubleshoot and resolve customer issues, working closely with the technical support and product teams when needed

Requirements:

• 3-5 years of experience in customer success, with a focus on DevOps
• Strong understanding of DevOps principles and practices
• Excellent customer relationship and communication skills
• Ability to work independently and as part of a team
• Strong analytical and problem-solving skills
• Bachelor's degree or Master's Degree
• Experience working on Linux-based infrastructure
• Experience working on Jenkins
• Experience with Github Actions pipelines / Gilab Runners
• Experience working on security tools like sonar and Coverity is an added advantage
• Previous experience in creating and deploying CI/CD tools and is sound on the CI/CD architecture
• Working knowledge of various tools, open-source technologies, and cloud services
• Awareness of critical concepts in DevOps and Agile principles
• Setting up tools and required infrastructure
• Experience on IAC (Infrastructure As Code) Terraform
• Experience on Deployment tools like Argo/Octopus
• Knowledge of Kubernetes and AWS cloud are added advantage
• Deep understanding of Git internals, command-line usage, and Git best practices
• Experience with customer relationship management (Salesforce CRM) software
• Experience with customer success metrics and reporting
• Experience with DevOps tools and technologies
• Experience with Customer Success Platforms